Flawless OTRS operation even without Linux know-how.
Livit AG is a Swiss company whose core business has been real estate for over 50 years. The company focuses on management, construction management and renting management. In addition to the headquarters in Zürich, the company has nine branches throughout Switzerland and employs around 450 employees. At the moment, Livit oversees 140,000 rental objects. The company started using OTRS in 2009. In 2014, Livit changed to the cloud-based version OTRS.
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Possibility of creating internal templates and customizations without external support
- No licensing costs
- Outsourcing of OTRS operating system Linux
Efficient workload for IT resources
- More time to focus on actual problems
- Streamlining of bloated structures
OTRS conforms to ITIL processes
- Customer portal for customer ticket creation
Irregular updates and maintenance of the OTRS system due to limited resources
Comprehensive administration service including hosting to keep system up-to-date without tying down internal resources
OTRS employees’ support and commitment to optimizing the individual solution streamlines bloated structures
In particular, the IT staff appreciates the possibility of creating templates and customizations for individual departments, without having to pay for services from the manufacturer to complete them. On the other hand, improved graphics capabilities in the tickets – such as new features in the text editor and the new color adjustments, available since version 5 – are very popular among the key users.
Another very revealing aspect for longtime OTRS Users was the conception workshop for the switch, in which the image of the service catalog in OTRS was completely revised: “Now our service queue is streamlined and simply illustrated, reducing bloated structures to what is strictly necessary. The workshop helped us greatly, and by minimizing we were able to improve our overview considerably.” A plan for the future is to start using the customer portal function, so that users can create tickets themselves. Furthermore, additional internal groups and departments with a support function in OTRS will be incorporated, for example the service center to document agreements and communication with the customer in the ticket and to make it available transparently.
In the seven years we’ve been using OTRS as a contract customer, we’ve only had positive experiences. We really appreciate the reliable and competent support.Georg Rölli, Head of IT Operations at Livit AG
Europe-wide use of OTRS in IT service makes it easier for employees to make and process requests.